Refund policy

Return & Exchange Policy

At RL Hair Extensions, we prioritise your satisfaction and offer a flexible 30-day return/exchange policy from the date you receive your hair extension product, provided it's in its original ties and packaging. 

We will post your order to your nominated shipping address.  Paypal shipping address must be the same as your Shopify shipping address.  Please ensure the Paypal shipping address is correct to avoid cancellation of your order.

What if I want to change the colour?

• Contact our customer service team at info@russianhairextensions.com.au if you wish to change the colour.
• We facilitate a hassle-free exchange process. Email us with your order number, and we'll guide you through the return address. Once we receive your unused item within its original bindings and packaging, we'll process the exchange.
• We cannot advise you on colour, length or quantity specific to your needs - we can however provide general advise on these variables. 

When would my order NOT be eligible for refund or exchange?

• Extensions with released ties, modified, altered, washed, or coloured are ineligible for return/exchange.
• Opened products cannot be returned due to hygiene reasons
  
• Outside of the exchange policy time frame unless an exception is made before the hair sent back
• Custom made orders
• Any tampering, modifications, installations or use of the hair extensions in any way is considered an acceptance of quality and will not be eligible for return nor will be exchanged or refunded.
• Damage to a hair extensions method due to lack of knowledge eg: cutting of hand tied weft seam resulting in unravelling of the hair.
  

Returning Your Item? Here's what to do:

• Returns must be authorised prior to sending back.  For Australian customers, use an Australia Post Express Satchel for returns, providing a tracking number for security.

Refund Process:

• In the unlikely event an item is proven faulty, a full refund (excluding original shipping) will be issued to your payment method after we confirm the returned extensions were unopened, modified, used or altered in any way. Item(s) must be returned within 30 days.  

Requesting Returns/Exchanges:

• Any returns and exchanges must be requested through our customer service team at info@russianhairextensions.com.au prior sending back the items. 

Cancellation Of Order: 

Should we need to cancel your order or an order cancellation be requested due to refusal to comply with our policy your order will be refunded less re-stocking, handling, Paypal and transaction and restock fees of 10%. Please ensure the Paypal shipping address on your account must be the same as the shipping address to avoid cancellation.

Custom-made items:

There is no exchange or refund applicable to custom-made hair extensions.  These products are bespoke, especially for the individual. 

Custom-made hair extensions are made using natural human hair, which retains its natural variation. 

No two sets of human hair are the same, all human hair has its own naturally occurring highlights, lowlights and unique characteristics, so whilst every effort is made to re-create a shade, design or curl pattern some variation may occur.  Our hair extensions can be toned or coloured at your own discretion - this is how you know the hair is real 100% natural Remy hair.  The only hair products that can be replicated to the same colour etc is synthetic hair.  We never deal in any form of synthetic hair product.

Due to the nature of the product - our hair extensions are predominantly hand made - this means the bonds on some shades such as #4 or #2 may be darker. This is normal and not a fault. 

Please provide your photos to us so we can assist you with creating your desired texture colour and length.   

We do not give advise or choose colours, textures or quantities.  We do not match strand thickness.  Our scope of advise is of a general nature only. The customer must choose the product and specifications to suit their specific needs.

We guarantee all our hair extensions are made with human hair.

Complementary Products:

Complimentary products (if any) are provided with your purchase. If any purchased items are returned for refund, complimentary products must also be returned unused and in original packaging; otherwise, their retail value will be deducted from the refund.